check before: 2025-05-01
Product:
Copilot, Teams
Platform:
Android, World tenant
Status:
In development
Change type:
Links:
Details:
Copilot generated summary provides an overview of the details and outcomes of transferred calls. It includes information such as the caller's details, the reason for the transfer, and the final resolution.
Change Category:
XXXXXXX ... free basic plan only
Scope:
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Release Phase:
General Availability
Created:
2025-02-25
updated:
2025-02-25
Docu to Check
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MS workload name
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summary for non-techies**
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Direct effects for Operations**
User Confusion
If the Copilot generated summaries are not properly integrated or users are not trained on how to interpret them, it may lead to confusion regarding call details and outcomes, negatively impacting user experience.
- roles: Customer Support Agent, Team Manager
- references: https://www.microsoft.com/en-us/microsoft-teams/blog/2023/10/01/introducing-copilot-in-microsoft-teams/
Increased Call Handling Time
Without preparation, users may struggle to adapt to the new summary feature, leading to longer call handling times as they try to understand the information presented.
- roles: Customer Support Agent, Sales Representative
- references: https://www.microsoft.com/en-us/microsoft-teams/blog/2023/10/01/introducing-copilot-in-microsoft-teams/
Configutation Options**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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Last updated 3 weeks ago
